[Hiring] Crisis Worker @The Trevor Project

Role Description

Our Crisis Workers do the work Trevor was founded to do: supporting LGBTQ+ youth who need someone to talk to. A Crisis Worker is primarily responsible for supporting LGBTQ+ youth on TrevorText and TrevorChat, or TrevorLifeline, or on our 988 chat & text services or phone services, our life affirming crisis services programs for LGBTQ+ youth. In addition to providing direct crisis counseling, Crisis Workers are responsible for key administrative tasks required to provide high-quality, continuous crisis support. Staff in this role are expected to be able to work independently to support most crisis conversations.

Roles and Responsibilities

• Provide suicide prevention and crisis intervention counseling to LGBTQ+ young people nationwide via text and chat, and/or phone calls
• Adhere to performance measures with regard to handle time and utilization as defined by leadership for a Crisis Worker position
• Follow all protocols and procedures related to taking time off
• Adhere to on-shift and all other guidance provided by on-shift leader and work with a team of Crisis Counselors (Volunteer and Staff)
• Build trust and provide a safer space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation
• Review and respond to performance and quality feedback from leadership
• Demonstrate fair, ethical, and equitable business practices
• Learn eagerly, share knowledge appropriately, and improve continuously
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of belonging
• Other relevant duties and responsibilities as assigned

Qualifications

• Demonstrated knowledge, cultural competency of the youth we serve, and proven successful performance through coursework or relevant professional experience in a crisis care, contact center, or customer care setting
• Bachelor’s degree in social work, counseling, psychology or other related areas of study OR 2+ years experience in a crisis care setting or other relevant professional experience preferred
• Proficiency in spoken and written English with strong communication and active listening skills
• Demonstrated commitment to self-care and well-being, with an understanding of the importance of personal resilience in crisis intervention work
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm during challenging circumstances
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth
• A quiet, private work environment with high-speed dedicated broadband internet

Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs
• Mental health resources, with access to virtual care and a variety of in and out of network options for support
• 403(b) retirement plan with a 3% employer match, vesting over three years
• Generous paid time off and company holidays to rest and recharge
• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
• Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii - with provided technology, a home office setup reimbursement, and a monthly internet reimbursement